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Is Your Business Failing?

Friday, October 1, 2010

Use Your Mail Box.
In-box or out-box ... they both serve the same purpose.

When David Ogilvy, the great advertising genius was beginning his business, he found himself “pitching” his new one-man agency to a large company. The smug buyer informed Ogilvy that the competing advertising agency was offering 30 people to handle his account. “How many people will you put on my account?” asked the buyer.

“How about one good one?” replied Ogilvy.

The rest is history. Ogilvy was awarded the business.

Fast forward to the present.
This past weekend, I got around to calling my cell pone company to cancel my account due to poor service and a monthly bill that I failed to understand – for 24 straight billing cycles. The customer service woman (Donna) somehow convinced me by professionalism and apparent understanding, to simply change billing plans, which I agreed to do.

Later, to confirm what I had just done, I decided to call to make sure all was in order. Three subsequent calls failed to contact (Donna), resulting in new frustrations and a serious question as to my decision to hang with this particular cell phone service. During a fourth attempt, I managed to connect with a friendly representative (Tracey) who acknowledged my frustration and made it her business to solve my problem in relatively short order.

So, what’s the message?
There are good people out there and there are less than adequate people given the opportunity to deal with customers.

You can’t change the world -- but you can be on the lookout for the good people. Once you find them, your life is bound to improve. As for the “marginal’s”, try to circumvent them without allowing them to upset your day.

But perhaps more strongly, I am suggesting that you and your people be one of the “good guys”. Work at it and realize that there are folks out there just waiting for you to freshen up their life ... help them with their predicaments ... and help them solve their problems. Show them what enthusiasm sounds like, looks like and feels like. Go the extra mile. Share your sense of humor. Be empathetic. Be fun to be with. Be fun to be around. Be fun. Be creative and a little “off-the-wall”. Fail a little faster. Don’t take yourself or your job so seriously. Take your customers more seriously.